600+
monthly feedback responses collected from customers
Wait times
improved via meaningful and justified staff adjustments
Improved
product availability based on customer needs
Boosted
employee engagement by sharing weekly customer feedback reports
Understanding customer frustrations and bridging gaps
Despite their dedication to customer service, Jono & Johno needed help getting clear customer feedback. Without a formal feedback system, it was difficult for them to understand what customers were truly experiencing and where improvements were needed, leaving customers feeling unheard.
They also faced challenges managing customer wait times, particularly during peak hours at their physical stores. This led to inconsistent customer experiences, particularly in differentiating online vs. in-store shoppers’ needs, impacting overall customer satisfaction.
“We can look at it and think we can see what’s not working, but we’re not the customer shopping in our shop each day,” explained Jeff Muscat.
A simple solution that delivered big results
Jono & Johno turned to HappyOrNot for a real-time feedback solution that would help them directly collect customer feedback across their in-store and online channels to understand their pain points, and highlights, down to the hour.
“We can catch instant feedback from customers and then jump on it and respond to any issues,” tells Jeff.
In their physical stores, Jono and Johno deployed the Smiley Touch touchscreen kiosks to gauge customer satisfaction on two key service factors: shop experience, and customer service. The instant feedback kiosks not only capture the instant sentiment of their customers but also enable more in-depth insights on performance areas such as wait time, staff knowledge, product availability.
For their online store, they integrated the Smiley Digital, by embedding feedback surveys at the end of the purchase process with a thank-you message, as well as adding feedback options to the confirmation email to gather insights from customers who might not have provided feedback during the purchase. In addition, they utilize the Smiley Digital for Email to capture feedback on their customer service process, pre and post sales.
With weekly feedback reports shared during team meetings, employee engagement has also improved, as staff can directly see the impact of their efforts on customer satisfaction.
Customer satisfaction and employee engagement skyrocket
Since implementing HappyOrNot, Jono & Johno now collect on average 600 customer feedback responses per month, which play a pivotal role in shaping their customer experience strategy. The user-friendly Analytics dashboard allow Jono & Johno’s management team to uncover issues quickly, ensuring they can make necessary adjustments.
“Like any publicity is good publicity, any feedback is good feedback, whether it be positive or constructive. To me, it’s simply that you learn what’s working and what’s not working,” says Jeff.
Two specific improvements based on the feedback were wait times and product availability:
1. Wait times: the feedback data identified recurring negative customer feedback with in-store wait times especially during peak hours and around lunch breaks. This prompted Jono & Johno to adjust staff schedules, which immediately resulted in improved customer satisfaction scores.
2. Product availability: the open feedback insights pointed to customer dissatisfaction with the availability of the most in-demand product lines. Reassessing their product stock led to Jono & Johno optimizing available stock levels by reducing certain product lines, such as camping and fishing gear, and ensuring they focused on the most in-demand items.
The continuous in-moment feedback loop has helped Jono & Johno:
- Have a better focused on their customers’ needs
- Be more aware of issues and address them urgently rather than the issues dragging on
- Gain much better insights into what’s working and what’s not across the different departments in the company
- Improve the way they assist customers
About Jono & Johno
Jono & Johno is an Australian chainsaw equipment retailer with an online store and two physical showrooms. It operates with a small team of employees and provides high-quality tools and equipment to a diverse clientele, including farmers and DIY enthusiasts. Customer satisfaction is vital for Jono & Johno, as they aim to maintain their loyal customer base and stand out in the competitive retail market by providing excellent customer experience. Visit the Jono & Johno website for more information.
About Push My Button Australia
Push My Button has been proudly reselling HappyOrNot, the world-leading customer feedback solution, in Australia, New Zealand, and the Pacific for over 11 years. We are passionate about helping businesses improve customer satisfaction and employee engagement by providing real-time, actionable insights through intuitive HappyOrNot Smiley services. By enabling organisations to track and measure customer happiness effortlessly, we empower them to make informed decisions that drive meaningful change.
With over a decade of experience, we’ve partnered with a wide range of industries—from retail and hospitality to healthcare and transportation—helping them transform customer experiences and improve operational efficiency. At Push My Button, we believe that great feedback is the foundation of exceptional service, and we’re here to make collecting it as simple and impactful as possible Get in touch at https://www.pushmybutton.com.au/contactus/